Vatica Health

Customer Operations Manager

Vatica Health

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $100,000 - $110,000 per year

About the role

  • Partner with Customer Success teams and internal stakeholders to design and deliver strategic customer operations projects that create measurable customer value and support profitable growth
  • Maintain current market knowledge including customer needs, industry trends, and competitive insights
  • Develop cost-benefit analyses in partnership with Finance and Customer Operations leadership to ensure sound investment decisions and long-term business viability.
  • Analyze and interpret data to identify customer opportunities, uncover root causes of issues, measure project impact, and drive continuous improvement
  • Monitor and mines data to identify opportunities and root causes of issues, measures impact of projects and drive continuous improvement
  • Leads cross-functional projects to drive continuous improvements in customer experience and satisfaction
  • Propose solutions to customer pain points and issues supported by customer intelligence, business knowledge and data analysis
  • Proactively identifies risks and escalates issues; recommends mitigation steps
  • Foster a collaborative, solution-oriented culture across Cozeva + Vatica teams
  • Support development and maintenance of Customer Help Center content, including product updates and release documentation
  • Enable Customer Success with actionable reporting, dashboards, and analytics to manage and optimize performance
  • Help optimize core Commercial systems (e.g., Salesforce) and Growth Analytics to improve Customer Success workflows and reporting
  • Present project updates, analyses, and proposals clearly and concisely in internal forums; support client-facing communications as needed.

Requirements

  • - Bachelor’s degree or equivalent professional experience
  • - 5+ years of experience in the healthcare industry, including experience with health plans and/or healthcare delivery organizations
  • - Proven success leading cross-functional projects from ideation through implementation, with measurable outcomes
  • - Track record of building strong, collaborative relationships with internal stakeholders to advance business initiatives
  • - Demonstrated ability to assess business processes, identify opportunity areas, and implement optimized solutions
  • - Experience developing and managing complex project plans and creating clear, effective documentation
  • - Strong written, verbal, and presentation skills, with well-developed interpersonal abilities
  • - Strong data acumen, including experience building reports and leveraging analytics to inform decisions
  • - Self-starter with strong organizational, analytical, and problem-solving skills
  • - Ability to thrive in a fast-paced, evolving, and occasionally ambiguous environment
  • Preferred:
  • - Client relationship management or partnership experience in a health care environment
  • - Experience in supporting technology or technology-enabled services for payer or provider organizations
  • - Recent direct experience with Risk Adjustment and Quality
  • - Experience with CRM platforms (e.g. SalesForce, HubSpot)
  • - Experience with project planning tools (e.g., Smartsheet, Aha!)
Benefits
  • **WORKING AT VATICA HEALTH ADVANTAGES**
  • **Prosperity**
  • - Competitive salary based on your experience and skills – we believe the top talent deserves the top dollar
  • - Bonus Potential (based on role and is discretionary) – if you go above and beyond, you should be rewarded
  • - 401k plans– we want to empower you to prepare for your future
  • - Room for growth and advancement- we love our employees and want to develop within
  • **Good Health**
  • - Comprehensive Medical, Dental, and Vision insurance plans
  • - Tax-free Dependent Care Account
  • - Life insurance, short-term, and long-term disability
  • **Happiness**
  • - Excellent PTO policy (everyone deserves a vacation now and then)
  • - Great work-life balance environment- We believe family comes first!
  • - Strong supportive teams- There is always a helping hand when you need it
  • *The salary for a position is typically determined by multiple factors such as the individual's qualifications, experience, skills, and location. The projected compensation range for the position may vary based on these factors and could range from $100,000 to $110,000 (annualized USD). However, this estimate represents just one aspect of our total compensation package offered.***
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
data analysiscost-benefit analysisproject managementreport buildinganalyticsprocess optimizationrisk assessmentcontinuous improvementdocumentation creationcustomer intelligence
Soft Skills
collaborationcommunicationproblem-solvingorganizational skillsinterpersonal skillsleadershippresentation skillsself-starteranalytical skillsrelationship building